Patient Support/Insurance Assistant, Student Health Services
Location: Santa Cruz Job ID: 18360
Initial Review Date (IRD) UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.
Initial Review Date (IRD): 06-07-2021
Dept Marketing Statement Student Health Services (SHS) is a full-service medical facility offering clinical, educational, and psychological services to diverse students on the UC Santa Cruz campus. Comprising a variety of Clinical Services, including Counseling and Psychological Services (CAPS), Laboratory, and X-ray, SHS also has an onsite retail pharmacy, offering both prescriptive pharmaceuticals and over-the-counter products. Other SHS departments include Patient Support Services; Student Insurance Programs; Student Health Outreach and Promotion (SHOP) and the Condom Co-op. Student Health Services employs approximately 120 staff including Physicians, Lab Scientists, Pharmacists, Nurses, Radiologists, and other clinical and administrative staff.
Student Health Services (SHS) values staff with interest and experience in working with students with a wide range of ethnic, cultural, and gender identities.
Under the direct supervision of the Clinical Operations Analyst the Patient Support/Insurance Assistant performs a wide variety of tasks in the following areas: Reception, Appointment Scheduling, Insurance and Billing and may be assigned back-up duties for Medical Records and Cashiering.
Primary functional area of responsibility will vary depending on operational need within Student Health Services (SHS) and may dictate any combination of duties. Utilizing medical background and training, and in accordance with department policies each position is cross-trained in all areas and provides backup support and/or primary coverage depending on the staffing level and the time of year.
Pay, Benefits, & Work Schedule Salary Information: $23.92 / Hourly
Employee Classification: Partial Year Career Appointment
Job End Date: None
Work Location: UC Santa Cruz Main Campus
Union Representation: CX
Job Code Classification: 004722 (BLANK AST 3)
Job Duties 50% - Reception/Appointment Scheduling
Provide primary reception and service oriented receiving of customers in the Student Health Center (SHC).
Greet visitors; direct incoming clients to the appropriate departments; register students for Same Day Care and check in students for scheduled appointments. Directly interact with Triage and/or Charge Nurse for matters of patient acuity; verify accuracy of current contact and insurance information.
Provide educational information and serve customers in an emotionally-supportive manner in accordance with department guidelines as needed; explain available services, basis for availability of care, eligibility requirements for service. Explain basic billing and financial options. Advise patients and visitors regarding policies, procedures and requirements.
Answer phones: take messages or route calls appropriately. Independently, and after thorough training, maintain, update and review clinical staff schedule, coordinate problems relating to clinical coverage; provide feedback to supervisor for improvements in office procedures; track weekly crutch rental and return per SHC policy.
Provide primary scheduling of medical appointments for students within the parameters of the SHC guidelines.
Assist students to assess acuity of requested appointments; balance phone and walk-in appointment-making requests.
Proactively monitor and adjust daily clinic schedules and templates in real-time to account for unanticipated absences to help assure adequate patient access to care. This position is required to use informed analysis and judgment based on clinical knowledge to cancel or reschedule appointments in response to unexpected clinician absence.
Utilize tact, discretion and confidentiality in all communications with staff, students, families, and outside medical services.
Other duties, as assigned.
40% - Insurance
Instruct Student Health Services (SHS) clerical and clinical staff, students, other UC departments and outside providers on all aspects of the UC Student Health Insurance Plan (UC SHIP) and CruzCare.
Work directly with and serve as a resource for interpretation of insurance and billing policy and procedures for clinical and administrative staff, clinicians, and other departmental personnel.
Follow procedures needed to administer the UC Student Health Insurance Plan (UC SHIP), including Dental, Vision and CruzCare by: confirming eligibility and benefits for insurance coverage; advising students of policy and procedure when receiving clinical referrals to receive health care off campus; acting as liaison between the clinician, student, outside health care provider and claims processor; as well as explanation of procedures and student benefits, regardless of insurance.
Maintain awareness of deadlines and excellent working relationships with the Registrar's Office, Student Business Services, Cashier's Office, Graduate Division, Financial Aid and Scholarship Office, community health care providers and facilities, claims processors and SHS clinical staff, as needed, to accomplish these tasks.
Aid students in comprehension of correspondence between the insurance carriers and the student, and the insurance carriers and the providers.
Participate in annual updates for student insurance plans by giving feedback regarding the plan's effectiveness and recommended changes.
Obtain prior authorization from outside and internal insurance providers for advanced imaging such as MRI, PET, CAT scans, by following chart notes and providing further information, if necessary, to obtain said authorizations so the patient can obtain the necessary care in a timely manner.
Track referrals/retro-referrals for the purpose of follow-up and quality management of urgent or important cases to private providers in the community.
Communicate regularly with UC SHIP and the insurance carriers on their services.
Oversee and process UC SHIP waivers each quarter.
Update and maintain Insurance FileMaker database.
Document patient visits and communications.
Follow up with patients using Request Tracker and secure messaging.
Other duties, as assigned.
10% - General Administrative
To provide the best operational flexibility and in order to maintain high quality customer service, the Patient Support/Insurance Assistant may provide back-up to all SHC Patient Support Departments, including the Medical Records Department and Cashiering.
Update materials, create and maintain files and provide general administrative support; create, input and update various databases; manage computerized files.
Coordinate arrangements for special programs and/or meetings.
Keep bulletin boards and literature information up to date.
Act as troubleshooting support liaison between patient and clinical staff.
Participate in Quality Assurance projects as assigned.
Provide special project work as needed.
Other duties, as assigned.
Related education/work experience and general administrative/clerical work experience including knowledge of medical office procedures
Customer-oriented: ability to listen and anticipate the needs of customers; responds quickly to customer problems
Demonstrated knowledge of medical terminology, anatomy and diagnostic tests
Demonstrated knowledge of medical records management
Experience using computerized scheduling systems, information retrieval and data entry
Demonstrated ability to operate miscellaneous office equipment including PC
Demonstrated experience and ability to abstract and analyze data from multiple information systems including but not limited to Insurance Carrier and Broker Websites
Excellent written communication skills
Excellent oral communication skills; ability to relate complex detailed information clearly and concisely to a diverse population
Demonstrated ability to identify, research and resolve complex problems
Close attention to detail with the ability to proofread work carefully
Demonstrated exceptional organizational skills which allow tasks to be completed quickly and accurately
Experience with and the ability to work on multiple tasks concurrently with frequent interruptions
Excellent listening skills with the ability to work and communicate in a positive and cooperative manner with management and supervisory staff, medical staff, co-workers, and other healthcare personnel, patients and their families when providing information and services, seeking assistance and clarification and resolving problems
Ability to handle difficult, sensitive and confidential situations tactfully with accuracy, timeliness, confidentiality, and sensitivity
Sensitivity to ethnic, cultural and lifestyle diversity
To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.
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